Director, Customer Experience
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Job Description
Director of Customer Experience shaping and elevating how customers interact with Splice. Leading strategy, operations, and insights for customer support, ensuring satisfactory user experiences.
Responsibilities:
- Define and lead Splice’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs.
- Own the CX and Support roadmap, driving initiatives that strengthen customer satisfaction, retention, and loyalty.
- Build, mentor, and scale a high-performing customer experience organization, setting standards for excellence across channels.
- Lead new and strategic CX initiatives that drive revenue and long-term growth, including sales and cancellation support, AI-powered experience enhancements, and innovative loyalty programs to increase retention and engagement.
- Partner closely with Product, Engineering, Marketing, and Analytics teams to surface insights, influence roadmaps, and improve the customer journey.
- Develop and optimize processes, tools, and service workflows to deliver efficient, high-quality support at scale.
- Lead Voice of Customer programs, synthesizing qualitative and quantitative insights to identify trends, gaps, and opportunities.
- Use data-driven analysis to inform improvements to support operations, help center content, and self-service experiences.
- Communicate findings, recommendations, and priorities to stakeholders at all levels, driving alignment and action across the organization.
Requirements:
- Bachelor’s degree in a relevant field; advanced degree preferred.
- 7+ years of progressive experience in customer experience, customer support, or service operations leadership.
- Proven success building and managing customer-facing teams within fast-paced, high-growth environments.
- Strong operational and technical proficiency, with expertise in CX systems, support platforms, CRMs, and workflow optimization tools.
- Demonstrated ability to use data and analytics to drive decisions, improve processes, and measure customer sentiment.
- Exceptional communication and stakeholder management skills, with the ability to influence cross-functional partners and senior leadership.
- Experience designing scalable support strategies, self-service systems, and customer journey frameworks.
- Highly organized, autonomous, and comfortable leading initiatives with significant visibility and impact.
- Experience as a music creator, preferably as a producer or composer.
Benefits:
- Splice embraces a culture of remote work
- Regular communication, including Town Halls, departmental all-hands and get-togethers
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